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Customer Approvals, or Customer in the Loop
Similar to technitian in the loop, ability to have customers approve items via teams or other channels if possible. This would be usefull for things like useronboard, offboard, password resets, or verifying that a customer is who they say they are if calling into a tech.
Seamless M365 integration with end-client tenants via GDAP
Connect Neo Agent to your end-client Microsoft 365 tenants using Granular Delegated Admin Privileges (GDAP). This enables the agent to manage users, licenses, mailboxes, and Active Directory across all your clients — without requiring per-tenant credentials or separate app registrations. Key capabilities: Single consent flow for MSPs to grant Neo access via GDAP Manage M365 users, groups, licenses, and mailboxes across client tenants Active Directory operations (password resets, group membership, account management) Exchange administration (mailbox permissions, distribution lists, transport rules)
Company Sync with PSA
It would be nice if the company section could be auto-populated by syncing with HaloPSA (or any other PSA).
CIPP Integration
As an alternative to setting up 365 for “Identity and Workspace”, maybe look into integrating with CyberDrain CIPP to utilize its built in capabilities.
Dashboard Agent — create and debug workflows by chatting with Neo
Chat directly with Neo on the dashboard to create workflows and agents, troubleshoot why an execution behaved a certain way, or ask questions about your configuration — all in natural language. Example use cases: "Create a workflow that triages new tickets on the Support board and assigns them to the right technician" "Why did agent #3421 send that response on ticket T20260115.001?" "Show me which workflows ran on tickets from X customer this week"
Company Profiles
Similar to tech profiles, automated profiles for companies would generate a client’s entire portfolio over time, based on the data it processes.
Community library of created workflows/agents from others
Would be nice to have a place to see what others have done and shared and could be imported into Neo to use their pre-configured templates or instructions for agents and workflows. It would be a kind of community template library. This would allow users to share and upvote or import custom agents, similar to RMM script stores.
Expand RMM API Access for Full Endpoint Interaction
Expand the RMM API to allow full interaction with all relevant endpoints, enabling deeper automation and integration with Neo. This would unlock the ability to programmatically manage devices, alerts, maintenance, and asset metadata without manual intervention. Use Cases: Updating Custom Fields Read and update device custom fields via API Bulk updates across multiple devices Enables dynamic data syncing between systems Maintenance Scheduling Programmatically schedule maintenance windows for devices or groups Modify or cancel existing maintenance events Supports automated patching workflows and change management processes Alert / Condition Management Reset or clear alerts/conditions via API Trigger remediation workflows externally Improve alert lifecycle automation and reduce technician intervention Asset Tagging Add, remove, and query asset/device tags Enable dynamic grouping and policy assignment Improve reporting, filtering, and automation targeting Device Approvals Approve or reject newly discovered / pending devices via API Query approval status for devices Support automated onboarding workflows based on predefined rules Reduce manual review steps for trusted device deployments Enable tighter integration between Neo-driven workflows and RMM enrollment processes
Technician-in-the-Loop dispatch: auto-escalate to the next tech if no response within X minutes
**Problem** When an auto-dispatch agent sends a Technician-in-the-Loop (TIL) Accept/Reject card over Teams to a technician, the workflow pauses and waits for a click. It only moves forward when the tech actively responds: - Tech clicks **Reject** → re-fires to the next tech ✅ - Tech clicks **Accept** → ticket assigned ✅ - Tech **ignores the card** → nothing happens ❌ If the tech never responds, there is no timeout and no escalation. The TIL request stays pending, the run stays paused indefinitely, and the ticket just sits in the queue unassigned with no automatic hand-off. Today the only escalation is manual — a CC'd manager has to notice and Reject on the tech's behalf. **Request** Add a configurable **no-response timeout** to TIL dispatch. If the assigned tech doesn't Accept or Reject within the window (e.g. 15 minutes), automatically expire the request and: - re-fire / hand the ticket off to the next-best technician, and/or - escalate to a manager / co-approver. **Why it matters** MSPs running automated dispatch need a guaranteed hand-off and an SLA safety net. Right now a single unresponsive tech (heads-down, stepped away) silently strands a ticket — it never reaches anyone else. **Nice-to-haves** - Timeout duration configurable per agent. - Configurable escalation target (next tech vs. manager). - A lighter "notify-only" mode: instead of auto-re-firing, just ping a manager when a card has been unanswered past the timeout.
Datto AV Integration
Hi We have integration with Datto RMM, but it would be good to have full integration with Datto AV too, so Neo can view and handle AV alerts natively.
Allow Neo to send @mention notifications in the body of the internal teams message so members will be alerted
Allow Neo to send @mention notifications in the body of the internal teams message so members will be alerted to high priority items from workflow notifications sent to teams. Direct to user messages or no @ mention are unsuitable for our usage and not a high enough level notification to alert our users.
Datto Backup (BCDR & Protection) Integration
Alot of our client backups get handled by Datto BCDR Backup or Datto SaaS Protection. There are some specific cases where having Neo Agent interact with these services to do something like reboot a machine, initiate an M365 service backup (e.g. SharePoint Backup), or force a differential merge would be super useful and could possibly eliminate the need for one of our techs to touch a ticket and reduce the technical overhead of managing some of these backups.
Memory for your agents and workflows
Neo will remember the important details about your business and each of your clients. When you tell Neo something, or it learns something useful while working, it keeps that knowledge and uses it on future tickets. What this unlocks for MSPs Your agents and workflows give faster and more consistent answers because they already know your tools, your processes, and your clients. Your team stops repeating the same information, your automations behave the same way for everyone, and Neo keeps getting better at your work the more it runs.
Numbered Lines within Custom Instructions
Today, it can be difficult to reference a specific custom instruction within an agent, for example. It would be nice if there were line numbers so that we can communicate changes or instructions more easily with our teams.
API Management of DUO
Ability to manage users in DUO so we can receive tickets for new users and have Neo configure the user within the platform and send out the invite. Also to mass-update users when a phone number changes or there are similar use-cases.
MSP-Level Context & Knowledge Framework for Neo AI Agent
Add the ability to define MSP-level operational context for Neo AI Agent so it understands how we service clients. This would include configuring our standard MSP service framework, approved tech stack, supported hardware/vendors, and escalation norms. The agent should also be able to reference internal documentation (e.g., engineer reference guides, SOPs, standards) to improve ticket context, recommendations, and response accuracy across all clients.